We've implemented OTRS 2.3.4 on an Apache 2 system here in our environment. For the most part, things appear to work fine. It came to our attention this past week though, that the tickets are not automatically changing the state from "new" to "open" in response to adding a note or assigning an owner to a new ticket that comes in. Going through the config guide/documentation at otrs.org, we've checked to make sure that all the necessary module settings are properly configured. Every mentioned "NextState" entry we could find that's remotely connected to either of those two scenarios appears to be properly configured to "open". We've even gone so far as to add any pertinent lines mentioned on the docs page here (http://doc.otrs.org/2.3/en/html/c1801.html) to our Config.pm... and no dice. Tickets still are not changing state in response to actions performed in the interface. Out of curiosity, I went ahead and took a look at the mysql log on the OTRS server. When I take a look at all the queries generated during adding a note to a ticket or changing the owner of a ticket, it doesn't seem that any of the queries are "UPDATE" statements that might actually be able to change the "State" field in a ticket. Not sure if this is normal or not, but at the very least, there are certainly no SQL errors being generated in the SQL error logs or Query logs during normal usage. Likewise, there aren't any errors in the Apache logs for the server during OTRS usage. Hopefully someone on here can provide either some suggestions or insight into what is going on with our (seemingly) otherwise functioning setup. Thanks in advance. -- Timothy Meader L-3 Communications, NASA EOS Security Operations Timothy.A.Meader@nasa.gov (301) 614-6371